Hotel Reservations Outsourcing to the Philippines
A reservations team that answers every booking call, converts more of them and sells the upgrade, for hotels, resorts and hotel groups.
John Maczynski, CEO · Ralf Ellspermann, CSODesigned for programs scaling from 5 – 500+ FTEs
What does an outsourced hotel reservations team do?
It turns calls, chats and emails into direct bookings. Agents check availability and rates in your central reservation system, book, change and cancel stays, sell room upgrades and packages, answer questions about the property, and handle group and event inquiries up to the point your sales team takes over. Bookings made direct avoid OTA commission, so conversion is the main measure. For the wider guest journey, see hospitality outsourcing; for short-term rentals, see vacation rental guest support.
on your shortlist
your shortlist
delivery hubs
Every direct booking saves OTA commission. A trained reservations team pays for itself on conversion, not on cost per call.
Which hotels outsource reservations, and what they gain.
Calls unanswered at peak times and after hours.
Several brands and properties on one desk.
Overflow and extended hours behind the onshore team.
High-value packages that need trained sellers.
Who outsources reservations
Independent hotels and resorts, management companies running several brands, hotel groups with a central reservations office, and timeshare and vacation clubs. The fit is strongest where calls go unanswered at peak times or after hours.
How the work runs
Agents work in your CRS and PMS, such as Sabre SynXis, Oracle OPERA or your own system, from a property guide for each hotel. Calls route by property and language, and every booking is tagged so you can see conversion and upsell revenue by agent.
What to measure
Measure reservations agents on revenue, not handle time.
Indicative 2026 rates, priced by role, fully loaded per hour.
Ask each vendor to price overflow, after-hours and full-line cover separately. Rates confirmed per engagement.
Scope my reservations team →Generic BPO vs. a vetted reservations team.
Where a generic call center and a vetted reservations team differ.
Four jobs on a reservations team.
Most hotels start with overflow and after-hours calls, then hand over the full reservations line.
Quote, book, change and cancel stays in your CRS, following your rate rules and policies.
Offer room upgrades, breakfast, parking, spa and packages on every booking, and track the revenue.
Qualify group, wedding and meeting inquiries and pass complete leads to your sales team.
Answer pre-arrival questions, process special requests and help loyalty members with points and stays.
See hospitality outsourcing →Two friction points that make outsourced reservations take calls but not bookings.
Both show in conversion reports in the first month.
Where outsourced reservations don’t fit.
Where reservations sit in the travel cluster
Reservations have their own page because they are a sales function measured on conversion.
Voice and chat reservations, upsell, groups and pre-arrival.
Guest messaging and operations for short-term rentals.
Vacation rentals →Answer every booking call.
Tell us your properties, systems and call volumes. John will bring a shortlist of vetted Philippine providers already running reservations for hotels.
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What hotel leaders ask before they outsource reservations.
Straight answers to the questions that decide a reservations engagement, from the principals who run them.
Can an offshore team book in our CRS?+
Will they upsell?+
Can they handle several properties?+
Do you cover other languages?+
How is the team measured?+
Two Decades Building and Advising Award-Winning Philippine BPO Operations
Ralf grades Philippine providers on operating data, compliance evidence and leadership depth before any benchmark reaches this page.
View full bio →
Former Global EVP of the World’s Largest Contact Center · Four Decades of Outsourcing Experience
John reviews the pricing and contract architecture behind each program, keeping this page grounded in live vendor terms.
View full bio →Re-audited as rates, regulation and vendor capacity change. Every benchmark on this page is held to PITON-Global’s internal vetting standard.